Job ID 2024-11785
Date posted 02/09/2024
Location Bengaluru, India
Category IT
Job Overview
This role is part of an impactful service management team focusing on experience and a high level of customer service, delivering the right outcome to Arm.
Responsibilities
Assisting the ITSM Process Owners with the day-to-day operation, maintenance and improvement of the Service Management processes.
Leading major incident management response on a 16 x 5 rota as required this will include setting up a major incident bridge, assessing business impact, leading the major incident call and sending communications.
Execution of Service Management BAU activities including and not limited to
- Change Management assessments and approvals.
- Knowledge article quality review and addressing feedback.
- Quality assessments.
- Trend Analysis.
- Post incident reviews.
- Coordination of joiners, movers and leavers.
- Monitoring and following up of problematic tickets.
- Preparation and presentation of ticket data at the Daily Service Review.
- Monitoring and management of ITSM ServiceNow queue.
- Promoting ticket management standard process across IT and demonstrating our ticket management values.
- Giving our customers the best possible experience and keeping them up to date, setting realistic expectations.
Required Skills And Experience
- ITIL V3 or V4 foundation qualification.
- 3-4 years relevant experience in an IT environment.
- At least 2 years experience working directly with ITSM processes.
- Major Incident Management experience.
- Strong problem resolution skills and a can do attitude.
- Consistent track record of effectively prioritizing and completing tasks in a reactive fast paced environment.
- Good interpersonal skills, self-motivated and the ability to lead by example.
Nice To Have Skills And Experience
- ServiceNow experience!
- SIAM foundation.
In Return
At Arm, we are guided by our core beliefs that reflect our creative culture and guide our decisions, defining how we work together to surpass ordinary and shape extraordinary
Accommodations at Arm
At Arm, we want our people to
Do Great Things. If you need support or an accommodation to
Be Your Brilliant Self during the recruitment process, please email
Hybrid Working at Arm
Arms approach to hybrid working is designed to create a working environment that supports both high performance and personal wellbeing. We believe in bringing people together face to face to enable us to work at pace, whilst recognizing the value of flexibility. Within that framework, we empower groups/teams to determine their own hybrid working patterns, depending on the work and the teams needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.
Equal Opportunities at Arm
Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and dont discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
